What are the responsibilities and job description for the Senior Help Desk Analyst position at Modern Technology Solutions, Inc. (MTSI)?
Key Responsibilities
- Front line position to accept customer incoming support calls and gather information using exploratory questions.
- Manage support tickets using a web-based support ticket management system.
- Provide frequent statuses to customers while support tickets are prioritized and completed.
- Provide excellent customer service throughout IT support process.
- Install hardware/software, assist with printing issues, and provide general advanced troubleshooting as required.
- Maintain a professional behavior.
- Knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware (connecting KVM’s, setting up desks)
- Light scripting and programming tasks and/or systems admin duties as assigned and as opportunities are presented.
- Ability to clearly communicate and collaborate within and outside your immediate team
- 5 years of experience preferred
- Active Secret Clerance
- Excellent customer service skills
- Comfortable working 100% on customer site in a classified environment
- Preferred experience working with DISA DMUC devices
- Experience working with Microsoft Configuration Manager (Formerly SCCM/MECM)
- Experience working with Microsoft Deployment Toolkit preferred
- Strong communication skills – both written and verbal
- Experience working with Active Directory, DNS, DHCP, and Group Policy preferred
- Must possess an active Secret security clearance.
- Desired to have 12 months or more experience in a DoD environment